Creating and using the Barrington Liaison Tool - recording and analysing customer communications

Measuring our Relationships with Academic Colleagues

Rachel DanielsDeputy Head of Barrington Library

Selena KillickLibrary Quality Officer

Outline

• Introduction and the local context• Issues we wanted to solve• Planning stage - requirements• Where we are now• Future plans• Summary of benefits

Cranfield University

• The UK's only wholly postgraduate university focused on science, technology, engineering and management

• One of the UK's top five research intensive universities

• Annual turnover £150m• We deliver the UK Ministry of Defence's largest

educational contract

Cranfield Locations

Cranfield Libraries

• 440 print items• 36 serial subscriptions• 13 e-books• 330 visits PA• 880 article downloads• 360 chapter downloads

Cranfield Community

Cranfield University:

• 1,700 Staff• 4,400 Students• 47% study part-time• KNL & MIRC Libraries• 30 Library Staff

Cranfield Defence & Security:

• 375 Staff• 1,250 Students• 83% study part-time• Barrington Library• 20 Library Staff

Barrington Context

• Departmental restructure• Shift in staff working patterns• High-level information demand• Knowledge management

Requirements

• Collect, share and reuse core information to inform service development

• Provide a full record of academic liaison effort• Spread sheets – unsuitability• Sharing of information among all staff • Overall – a full picture of a customer

Decision: CRM ‘type’ tool required

Options

• Commercial software• In-house development

Decision:

To create an internally hosted solution on existing open source content management system: Plone

Where we are now

Our Customer Directory

Example of a Customer Record

Example of Discussions

Example of Course Record

Utilising the Data

• Qualitative data on resource use and value• Identification of liaison deficits• Targeted feedback• Opportunities for improvement • Continual Improvement• Underpinning Library Strategy

Considerations

• Data security• Buy-in• Resourcing

Potential Developments

• Report automation• Reporting possibilities• Automated archiving• ILL requests• Communication with the CRIS

• Monitoring publishing requirements

• Staff publications lists

Summary of benefits

• Increased efficiency • Accessibility• Interoperability• Continuity management• Automated reporting• Increased evidence• Informs impact assessment

Thank You

Selena [email protected] Tel: 01793 785561

Rachel [email protected] Tel: 01793 785113